Tag: Briggs and Riley

For over fifteen years I commuted on a weekly basis between home in Toulouse and work in London.

Shuttling endlessly between airports was gruelling on my luggage (and the environment…and my knees 😟), and I soon tired of having cabin bags give up the ghost on me after seams split, zips disintegrated or handles came apart.

I bought a Briggs and Riley bag at Gatwick one day without really paying attention to what it was.

I think I was in a tearing hurry to make my departure gate and my carry-on luggage had just fallen apart, so although I noted that it was a bit pricier than what I would normally pay for a bag, I paid almost no attention at the time to the fact that it came with a lifetime guarantee.

A guarantee for life? Really?

Twenty years later that bag is still in use, albeit a bit scuffed and missing most of it’s zip tags. It’s final challenge came recently when Stepson managed to detach the retractable handle from the chassis of the bag somehow, and I decided that it was no longer usable.

Years ago I would have binned it and bought another, but I hate the idea of continual consumption and remembered the lifetime guarantee. Would it be worth the paper that it was written on?

I rang the number on the website and they arranged to dispatch a courier the next day to collect the bag from my home and take it to their repair centre for refurbishment. Keen to have it back in time to take it to the the island in September, I asked how long it would take, and they promised it will be back with me in time.

No proof of purchase required, no red tape, no cost. A real human on the telephone who was helpful and friendly. An experience that made me feel that this was one of the best investments I ever made…